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Technical Support Engineer (Premier Services)

Broomfield, Colorado

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Job ID R1908246

As a Technical Support Engineer (Premier Services) you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

Responsibilities:

  • Supporting our most strategic Premier Services customers
  • Focus on day to day SR resolution and proactively drive progress
  • Meeting aggressive responsiveness and resolution targets
  • Expected to be a Subject Matter Expert (SME) in at least one VMware Product within 9-12 months of completing onboarding training
  • Ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight
  • Leading on authoring Knowledge Base – high value on knowledge sharing
  • Participation in mentoring, new hire events, and delivering technical training
  • Capable of researching newly discovered issues
  • VMware troubleshooting review (log analysis/troubleshooting process)
  • Foster an enhanced relationship with CPD, Core R&D, and the Field Account teams
  • Work closely with Account Managers to provide world class customer service to the client
  • Provide formal root cause analysis on critical customer situations
  • Manage account document repository ensuring accuracy and completeness
  • Proactive Service and Relationship Development
  • Conduct weekly semimonthly or monthly meetings for case reviews to identify issue trends and opportunities for corrective actions
  • Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates
  • Provide technical assistance with support planning, upgrade and maintenance
  • Investigate opportunities to build/ maintain internal technical environments for key customers
  • Coordinate onsite visits in conjunction with TAM and TSM
  • Review customers change management process / documents for gaps against known best practices

Qualifications

  • 5+ years of IT industry experience
  • Strong customer advocacy and relationship building skills
  • Strong technical writing skills
  • Strong verbal communication, project management and problem-solving skills
  • Account management experience and/or customer engagement responsibility is desirable
  • The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources
  • Ability to research problems and document their solutions
  • The TSE demonstrates an ability to manage time efficiently, balancing competing priorities
  • Must be able to travel (domestic & international)
  • Available for on-call, after-hour rotations, or holidays with prior notice
  • This job opportunity is not eligible for employment-based immigration sponsorship by VMware


VMware Company Overview: VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
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